Telmate, LLC

Complaint: [redacted]I am rejecting this response because: As stated previously, many other inmates have complained of a short in the phone. In addition, Yes, they could hear us at Telmate, but it was very clear (as we stated over and over) on the call by using sign language to each other that we could not hear. I used their system prior to each call to test my equipment and it was fine on my end. We got off the call early because of it and had to repay for a audio/telephone call.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/09/03) */
September 3rd, 2014
Revdex.com, Inc
1000 Broadway Suite 625
Oakland CA XXXXX
RE: ID XXXXXXXX
[redacted]
Dear Revdex.com,
This is in response to your letter dated August 20, 2014. Telmate provides telephone...

services to incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer's complaint and detailed below.
In order to proceed in assisting our customer we will need the following information:
How much was the deposit made?
Who were the funds added to?
How the funds were added?
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly.
Please feel free to contact me at 866.516.0115 if you have any questions or need additional information.

Best regards,
[redacted]
Supervisor

Initial Business Response /* (1000, 5, 2014/06/13) */
We were unable to find TRX # listed in this complaint, We checked the customers phone number and could not find a deposit attached to it. There is not sufficient information for us to proceed. We need to know the facility name and the...

associated inmate in order to properly respond to this complaint.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have the information as I spoke to them on the phone. The institution was Burnside Correctional Center and the phone number associated with the account is XXX-XXX-XXXX. Someone had provided me with a calling card number which is no good to me as I won't use a calling card.
Final Business Response /* (4000, 9, 2014/07/01) */
June 30th 2014,
Revdex.com, Inc
1000 Broadway Suite 625
Oakland CA XXXXX
RE: ID XXXXXXXX
[redacted]
Dear Revdex.com,
This is in response to your rebuttal letter dated June 16th, 14. Telmate provides telephone services to incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer's complaint and detailed below.
Our cancellation policy:
Either you or Telmate may terminate or cancel your account at any time. You may be entitled to a refund for any prepaid amounts. This refund will be returned to you in the form of it's original payment method, or as Prepaid minutes. Certain fees may be assessed for refunds made by check. Other than to receive a return of refundable prepayments, cancellation is your sole remedy with respect to any dispute with Telmate. This includes, but is not limited to, any dispute regarding the Telmate Services, Telmate's policies and practices, your ability to access the Telmate Services, and any matters relating to billing.
If a balance remaining is more than 50 dollars we will refund back to credit card/ check form with a 10 dollar processing fee deduction.
We have found the transaction mentioned under destination number XXXXXXXXXX.
There is a balance of $33.43 remaining, which was refunded in a virtual prepaid calling card according to our policy.
In the faith of goodwill we have processed a refund for the full amount of $33.43 in a check form, which will be mailed to [redacted] address provided: [redacted] Dr. [redacted]
Canada. Customer should expect to receive refund within 1-2 weeks.
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly. Please feel free to contact me at 866.516.0115 if you have any questions or need additional information.

Best regards,
[redacted]
Supervisor
Final Consumer Response /* (2000, 12, 2014/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, I appreciate you sending a check for the balance as I have no need of a prepaid phone card as I have unlimited Canada and US calling.

Initial Business Response /* (1000, 5, 2015/09/09) */
September 9, 2015
Revdex.com, Inc
1000 Broadway Suite 625
Oakland CA XXXXX
RE: ID XXXXXXXX
[redacted]
Dear Revdex.com,
This is in response to your letter dated August 26th, 2015. Telmate provides telephone services to...

incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer's complaint and detailed below.
A deposit for $25.00 plus $9.20 fee was made over the web by customer [redacted] on 08/20/2015
We are showing 2 deposits for the same amount made within a minute of time, one registered at 17:18 and another at 17:19 hours.
Due to the close time frame within both deposits we believe there may have been some lag time in loading the page and a second entry was processed.
We have refunded a total of $34.20 to your card ending in [redacted]. The confirmation number is XXXXXXXXXX.
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly.
Please feel free to contact me at XXX-XXX-XXXX if you have any questions or need additional information.

Best regards,
[redacted]
Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Funds have been refunded to my account.

Initial Business Response /* (1000, 5, 2016/02/01) */
February 1st, 2016
[redacted]
Dear Revdex.com,
This is in response to your rebuttal letter dated January 18th, 2016. Telmate provides...

telephone services to incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer's complaint and detailed below.
The deposit mentioned for $250.00 plus $28.45 was added on 1/12/16 for inmate [redacted] at the Clark County Jail.
We do not take trust/commissary deposits for Clark County only phone time deposits.
In the faith of goodwill we have refunded the total of $278.45 to credit card ending in 4347. Please allow 3-5 business days for the funds to post to your account.
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly.
Please feel free to contact me at [redacted] if you have any questions or need additional information.

Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for refunding the money as asked. It really means a lot to a disabled low-income person. Again, thank you so much.

Initial Business Response /* (1000, 8, 2015/06/25) */
June 23rd, 2015
Revdex.com, Inc
1000 Broadway Suite 625
Oakland CA XXXXX
RE: ID XXXXXXXX
[redacted]
Dear Revdex.com,
This is in response to your letter dated May 29th, 2015. Telmate provides telephone services...

to incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer's complaint and detailed below.
We need more information in order to research the complaint.
Please provide dates deposits were made/attempted.
Please also provide the last four numbers of the credit card used.
We need the inmates name you have added funds to or phone number accounts.
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly.
Please feel free to contact me at XXX-XXX-XXXX if you have any questions or need additional information.

Best regards,
[redacted] H. ext [redacted]
Supervisor
Initial Consumer Rebuttal /* (3000, 10, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was provided no options or allowed to get a refund. Obviously in this amount of time the funds were used for the unspecified service
Final Business Response /* (4000, 12, 2015/07/14) */
Dear Revdex.com,
This is in response to your letter dated

Initial Business Response /* (1000, 5, 2015/06/08) */
June 8, 2015
Revdex.com, Inc
1000 Broadway Suite 625
Oakland CA XXXXX
RE: ID XXXXXXXX
[redacted], [redacted]
Dear Revdex.com,
This is in response to your letter dated May 22nd, 2015. Telmate provides telephone...

services to incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer's complaint and detailed below.
Customer [redacted] processed a payment via our automated phone system on 5/21/2015.
The customer's card ending in 6853 was declined 3 times due to the wrong zipcode being provided.
Duplicate $55.00 transactions were accepted and processed for the phone account 401.808.1599.
In the faith of goodwill we have submitted a refund for 55.00 on 5/29/2015 to the card ending in 6853. The transaction ID # is XXXXXXXXXX.
Card Sale Failed XXXXXXXXXX
Callee XXX-XXX-XXXX 4...6853 5/21/2015
11:28:08 PM 55.00
Card Sale Failed XXXXXXXXXX
Callee XXX-XXX-XXXX 4...6853 5/21/2015
11:31:46 PM 55.00
Card Sale Approved XXXXXXXXXX
Callee XXX-XXX-XXXX 4...6853 5/21/2015
11:35:27 PM 55.00
Card Settle 5/22/2015
1:10:32 AM 55.00
Card Sale Failed XXXXXXXXXX
Callee XXX-XXX-XXXX 4...6853 5/21/2015
11:37:03 PM 55.00

We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly.
Please feel free to contact me at XXX-XXX-XXXX if you have any questions or need additional information.

Best regards,
[redacted]
Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As the information States on the Revdex.com website, the card was declined twice, then unknowingly approved once, then declined again. I didn't realize it was even accepted until I saw my bank statement.Telmate is not a good company because they charge people to get refunds back from them. They were only trying to appease me because I decided to file a claim through my bank and through the Revdex.com, therefore,they're trying to make themselves look better than they are. Do not trust this company.
Final Business Response /* (4000, 9, 2015/07/01) */
Revdex.com, Inc
1000 Broadway Suite 625
Oakland CA XXXXX
RE: ID XXXXXXXX
[redacted], [redacted]
Dear Revdex.com,
This is in response to your letter dated May 22nd, 2015. Telmate provides telephone services to incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer's complaint and detailed below.
Telmate normally has a 10-dollar processing fee for any type of refund.
There is no processing fee for duplicate deposits made in error.
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly.
Please feel free to contact me at XXX-XXX-XXXX if you have any questions or need additional information.

Best regards,
Final Consumer Response /* (2000, 11, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They refunded my money back into my account, once I filed a claim with my bank and a complaint on this site. Resolution accepted!

Complaint: [redacted]I am rejecting this response because: You are NEITHER legitimate OR affordable. Otherwise why are you KEEPING other peoples MONEY that you have NOT earned in ANY way and putting it your LOUSY phone cards?!?!?!?!?! I didnt buy phone time you thieving [redacted] I put MONEY on his account and you CRIMINALS  try to word why its NOT theft and NOT your fault!!!???!?!? I dont give a [redacted] about your policy and its NOT legall anyway!!! I gave you money for sevices provided (thats a joke in and of itself), you are NOT and will NOT be providing any future services so you DONT get to keep that money by the way President and Securities commision have BOTH been alerted to your little scheme! Your ENTIRE company belongs behind bars!!! I would shoot any of my firends who worked for such a despicable and EVIL company!!! that is IF I had any DUMB enough and without a soul!!! You cant even be numbered  among humans!!! I really want to know HOW you can call yourself human when NOBODY else does?!?!?!Sincerely,[redacted]

Initial Business Response /* (4000, 11, 2014/10/06) */
October 5th, 2014
Revdex.com, Inc
1000 Broadway Suite 625
Oakland CA XXXXX
RE: ID XXXXXXXX
[redacted]
Dear Revdex.com,
This is in response to your letter dated October 1st, 2014. Telmate provides telephone...

services to incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer's complaint and detailed below.
You have the option to input credit card information to pay for calls when neither offender or destination number called has prepaid funds available to connect the call, this is called quick connect. In most cases these calls are more expensive than traditional prepaid funds.
In the call recording which customers hear before accepting a quick connect call it does state "name of inmate", an inmate from name of facility" if you accept this call your credit card ending in XXXX will be charged- press 1 to accept the call... press 4 for charges related.
You can load funds to your prepaid account online at www.gettingout.com, view your balance, and manage your account.
By setting a prepaid account you can select how much funds you want added and how you use them.
Prepaid is the most affordable option to connect with your loved one.
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly.
Please feel free to contact me at XXX-XXX-XXXX if you have any questions or need additional information.

Best regards,
[redacted]
Supervisor
Initial Consumer Rebuttal /* (4200, 13, 2014/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] I am offended that you didn't even take the time to write a response. Your reply is the same cut and paste as before. I downloaded a copy of the complaint as a whole to double check, and your response on the 25th is the same as the response on the 5th. This doesn't seem behavior I would expect from an A+ Revdex.com rated company. I thought my response warranted an explanation apart from your generic cut and paste response. You didn't address my points, so I don't think we'll get anywhere if you just keep pasting the same generic response.

Today was my first real visit to telmate[redacted] to find out about video visits for the Christmas season... I couldn't find any pricing information for telmate or the prison, which I read sets their own prices for services. I tried several times to send a contact form inquiry, but the email never processed, it (the little thing that shows it is processing) just kept swirling and swirling and swirling as though it was processing, for over an hour I think... I went to have dinner. I felt very insecure about the website because of it... I don't know if I will use the company at all.

Is this place regulated? I am unable to find out any information - where does the almost 50% fee go I am thinking maybe in someone's pocket. They always short you on the free visit's Sad there is no other alternative to visit incarcerated love one's. I encourage people to contact the right people and get the answers.